Royal Bank of Scotland invests in ServiceNow to elevate the service experience

76%

Improvement in average time to raise a change

75%

Of employees whose workday has improved

46K

Work hours saved per month

Royal Bank of Scotland (RBS) provides industry‑leading financial
services to 20+ million customers via its branches in Europe, North
America, and Asia. With 14,000 users on 13 different ITSM tools and
CMDBs, RBS was spending too much time on change management—so it
partnered with ServiceNow to do business with colleagues, customers, and
regulators as efficiently as possible.

Transforming employee and customer experiences

Royal Bank of Scotland sets goal to become the top bank in customer
service by 2020 More than 20 million customers around the world rely on Royal
Bank of Scotland (RBS) to provide them with financial products and
services they can trust. With a focus on transforming customer
experiences by 2020, RBS hopes to become the top bank in the United
Kingdom for customer service, trust, and advocacy.

Technology will play a leading role in RBS’ journey by giving
employees the tools they need to do business with colleagues,
customers, and regulators as efficiently as possible.

First step toward accomplishing goal is to simplify IT With 14,000 users utilizing 13 different ITSM tools and
multiple configuration management databases (CMDBs), RBS was spending
too much administrative time on change management. Raising a change
took an employee an average of seven hours using five or more
different tools. The manual approval processes then caused further
delays. Regulatory compliance was a challenge as well—with 56 controls
monitored by regulators, the risk of service failures can be high for
financial institutions like RBS.

“We needed the flexibility and speed to deliver incremental changes
with contained risk and improve the way we deliver technology services
to our businesses, enabling them to deliver the best service to our
customers,” says Pete Coleman, Head of Service Delivery at Royal Bank
of Scotland.

To achieve this, RBS needed to recreate its IT environment, which
had become increasingly complex and difficult to manage following the
bank’s rapid growth through acquisitions. Specifically, simplifying IT
service management (ITSM) would help RBS deliver great customer
experiences while reducing costs and meeting compliance requirements.

“We needed a single integrated toolset to automate the delivery and
control of incident, problem, change, and configuration management,”
says Pete.

ServiceNow provides the platform and services to meet RBS’ needs
and lead the change to simpler IT and better customer service Instead of spending more time administering changes for 14,000
users across 13 different ITSM tools and management databases, RBS
decided on a single, integrated toolset to automate the delivery and
control of incident, problem, change, and configuration management.
The bank chose the ServiceNow® IT Service Management
solution, built on Now Platform®, to unify IT planning,
delivery, and operations. RBS partnered with ServiceNow®
Professional Services to assist with the implementation.

ServiceNow gave us a sandbox environment to experiment with for six months before we actually signed the deal, so we were confident that the solution would meet our needs.

Pete Coleman

Head of Service Delivery

“ServiceNow appealed to us because it is cloud-based and easy to
use,” says Pete. “ServiceNow gave us a sandbox environment to
experiment with for six months before we actually signed the deal, so
we were confident that the solution would meet our needs.”

With ServiceNow, RBS saves time and money, and responds to customer
demands faster, and improves employee morale Success came quickly: within 10 months, RBS integrated
ServiceNow with 15 data sources and delivered the solution to all
14,000 users. The average time to raise a change and incident improved
by 76% and 60% respectively.

By automating more than 50% of the controls associated with critical
IT processes, RBS saved the equivalent of 46,000 employee hours, as
well as realizing savings by decommissioning 10 legacy systems. Most
importantly, more than 75% of users say ServiceNow has improved their
work day.

“The ServiceNow team listened well, gave us good direction, and
helped drive quality and efficiency throughout the process,” says
Pete. “The result was a successful and collaborative implementation.”

ServiceNow IT Service Management

Explore the solution that helped RBS transform their customer experiences